A leading global IT and digital services provider, with over 12,000 employees spanning banking, telecommunications, retail, and more, embarked on a mission to streamline its internal processes. The organization required a centralized, efficient IT framework to enhance service delivery, and fortify business continuity for its digital operations.
In 2020, the enterprise selected ServiceNow as its strategic IT backbone. Partnering with Musoft, they built a Service Portfolio to illuminate business services influenced by IT workflows and implemented a bespoke ITSM configuration—transforming fragmented systems into a single, coherent platform.
Migrating from multiple disparate technologies to a unified ServiceNow solution drastically reduced change and enhancement cycle times. The new platform served as a connective tissue, enabling the business to grasp the critical role IT plays in operational excellence, efficiency, and continuity.
Introduction of a streamlined self-service portal deflected routine incidents by guiding users before ticket submission. This not only improved response times but elevated agent productivity, allowing IT staff to focus on mission-critical tasks.
What began as an IT-focused solution rapidly evolved into a foundational platform. Integrated capabilities now encompass ITSM, Hardware Asset Management, and Configuration Management Database (CMDB). Devhd’s custom global app further optimized user onboarding and offboarding, minimizing synchronization discrepancies to under 1%.
A refined procurement-to-pay interface enriched service catalogs and guided workflows. Real-time reporting and analytics surfaced operational insights, enabling data-driven optimization across the enterprise.
A robust configuration strategy propelled the establishment of a real-time, automated CMDB. Today, this system of record is accurate, governed, and transparent—equipped with automated updates, reconciliation engines, governance controls, health dashboards, and infrastructure dependency views.
By deploying ServiceNow’s Hardware Asset Management Pro, the organization gained full visibility of physical assets throughout their lifecycle—from procurement to disposal. Devhd further modernized procurement workflows and enabled device requests via centralized dashboards, enhancing transparency, compliance, and cost efficiency.
Through these enhancements, IT has migrated from being a cost center to a strategic driver. Delivering business intelligence, simplifying asset management, and optimizing incident workflows, IT teams now dedicate their time to solving critical challenges and pioneering innovation.
